Wednesday, July 22, 2009

About a year ago, North Carolina Central University (NCCU) redesigned the look of its web site. The process was challenging. Not necessarily for technical reasons, but rather due to the political influences of faculty, staff, and students. There were many that enjoyed the change because they saw it as an upgrade. Others felt it was a distraction and totally unnecessary.

As a result of this change, my team and I wanted to remain in touch with our customers so that we could identify any loose ends and stay proactive. The solution, as I saw it, was to employ the use of a feedback system. I looked for a number of solutions. Some were free and others were not. I wanted something that would keep users on the site but prompt them for feedback.

In the end, I found Kampyle to be a solution with possibilities. Out of the box, the web-based tool provided a pop-up form that could be submitted without leaving the site. The administration back-end offered little in the way of customizing the form, but with valuable reports and the ability to connect with Google Analytics, we were sold. Almost immediately, we received a handful of responses. Most were helpful and offered suggestions toward making NCCU.edu better.

After a few months, I learned that Kampyle moved out of its free stage. I received a number of phone calls and e-mails asking us to select a paid package. Ranging from $250 to $500 a month, we could continue as normal. The only problem is that Web Services has no money. Often looked at as a luxury, we tend to get few dollars when compared other priority needs. As a result, we had no choice but to remove the tool.

To my surprise, after a brief revisit to GetSatisfaction.com, I found that they now offered a similar solution, but free. As I understand it, many web companies use GetSatisfaction.com as a feedback tool. Customers can offer notice of praise, ideas, questions, or problems. Not only can they offer but they can also interact with each other.

When a problem is fixed, everyone experiencing a similar issue will be notified via e-mail. Additionally, we can encourage our Web Liaisons to join the site as a proactive approach to customer service. This makes me very happy and I assume it would make the Chancellor proud, assuming we actually provide great service.

If you are interested in viewing the new tool, visit NCCU.edu and look for a maroon "Feedback" button on the front page. While you are there, drop us a line.